Providing our clients with a good service is very important to Bankfield Heath Solicitors. We aim to continuously improve our service and learn from any mistakes, so we value our client’s feedback.
We want to give you the best possible service. However, if you become unhappy or concerned about the service we have provided, you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person working on your case to discuss your concerns, and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can follow our full complaints procedure below. Making a complaint will not affect how we handle your case.
Our complaints procedure is as follows:
Step One:
If you have not already done so, please let me know the full nature of the problem. You can do this by emailing me at ishahmed@bankfieldheath.co.uk or writing to me at Bankfield Heath Solicitors, 267 Roundhay Road, Leeds LS8 4HS.
Step Two:
We will write to you acknowledging your complaint within three working days. In this letter, we shall confirm what happens next.
Step Three:
Mr Ahmed shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then Mr Ahmed will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, Mr Ahmed shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This meeting will normally take place within fourteen days of sending you the acknowledgement letter. Following the meeting, Mr Ahmed shall write to you within five working days of the meeting to confirm your discussion and the solution agreed upon.
Step Four:
If you do not want to or are unable to attend such a meeting, Mr Ahmed will be happy to send you a detailed, written response, including a proposed solution, which is normally within fourteen working days of sending you the letter acknowledging receipt of your complaint.
Step Five:
If you are satisfied with our response in either Step three or four above, that will be the end of the matter. However, if you are not satisfied, you should contact me again and Mr Ahmed will arrange for another a member of staff who is unconnected with the matter to review Mr Ahmed’s decision. They will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
Step 6:
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
And
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
